Date Received: 2023-05-13
Issue: Getting a loan or lease
Subissue: Problem with signing the paperwork
Consumer Complaint: XX/XX/XXXX - We submitted an auto loan application to refinance our newly purchased vehicle ( XXXX, XX/XX/XXXX ), and we were approved. XX/XX/XXXX - I received a call from USAA asking to get one document notarized and mailed in using a prepaid XXXX Overnight label. This was the last phone call or any communication I received from USAA pertaining to this loan. I had the document notarized and I mailed it in, and as far as I was concerned, all documents have been submitted and the loan was being processed/finalized. XX/XX/XXXX - I received an email via XXXX that my documents were received at USAA. XX/XX/XXXX - I received an email stating that I have a derogatory account from XXXX on my credit report. I called USAA to find out where my auto loan account is because the payment is due tomorrow ( XX/XX/XXXX ). XXXX, the first person I spoke to said that the loan application had expired. I asked to speak to someone so I can escalate this issue. I was then transferred to XXXX. XXXX then explained that we would have to resubmit our loan application, and that she would do her best to ensure that we retain the same interest rate as that from the original application. We did, and then were told we dont qualify! At this point is when I began to have a XXXX XXXX XXXX. XXXX put us on hold to speak to the underwriting team. When she returned, she said *PROTECTED* has a credit fraud alert on her social security number/credit report, and she would have to call *PROTECTED* on her phone to verify her. She put us on hold for 12-15 minutes, while *PROTECTED* waited for her to call her phone. The call never came though. She returned to the line and stated that she would have to pin our application because she can no longer make any more outgoing calls, and advised us to call back. *PROTECTED* called back and the same thing happened, the representative, " XXXX, XXXX said she could not get through on *PROTECTED's* phone and advised us to call XXXX. We called XXXX and could not get through to a live person to verify the phone number on the account. During this time, I had a mental health breakdown, as this was very stressful and frustrating. I suffer from XXXX and XXXX, and this situation escalated my issues and I almost had a XXXX XXXX, as my XXXX XXXX skyrocketed, and I couldn't breathe normal enough to even talk to the representative on the phone. My vision blurred, my XXXX rate spiked, I was shaking uncontrollably, and my skin felt clammy. XXXX did not help the situation, and made it worse by her lack of empathy, understanding, and lack of accountability. After the call, we had to call XXXX XXXX and pay {$1200.00} to get our account paid in full and back in fair standing. We also advised XXXX about what USAA had done, and we were asked to supply proof of the application, which we did. We still have a derogatory mark on our credit reports. We now have " bad credit, '' because USAA failed to follow through with the loan application. When USAA was asked what happened, they said there were documents still needing to be filled out. How were we supposed to know if there was no communication? No email, phone call, or even a letter in the mail. We were, however, receiving phone calls from XXXX XXXX, almost daily, that we ignored, because we figured they were " out of the loop '' with the application that was submitted to USAA and that they would receive a letter explaining that our auto loan was now with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89131
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: On XX/XX/XXXX i resquested a new vehicle loan thru USAA federal financial bank. The loan was aproved and i began serching for a vehicle. I got a deal for a XXXX XXXX XXXX thru a local dealer at XXXX XXXX XXXX XXXX and they send the documentation to USAA requesting the amount of XXXX for the above mention vehicle. USAA after several days without hearing from USAA i call them to inquire on the vehicle purchase and was told by them that they could not fund the vehicle even thought i have been approve for the amount because the paperwork sent by the dealer was in XXXX. The dealer also contacted USAA and were told the same thing. I proceeded to contact USAA and told the that since my dealer could not provide the require paperwork in XXXX i needed to cancel the loan. At that momente the person that anwer the call told me that i did not need to cancel the loan because the the 14 day period ofter requested was almost up and the loand would cancel itself at the endo of the period. I went ahead and funded the vehicle thu a local bank here in XXXX XXXX. In the begining of XXXX while reviewing my accounts i noticed that USAA funded the vehicle they told me that was not posible to fund due to paperwork. I contact the bank to inquiere of the situation and was told by then that in fact somebody made a mistake and funded the vehicle. They asked me to contact the dealer to return the money they send them with the interest accrued to the date. I have contact the dealer several times but the refused to pay the interes accrued as they were told that the vehicle could not be funded with the sent paperwork. On XX/XX/XXXX dealer sent a check for the exact ammount they were sent by USAA bank. I again contacted the bank on XX/XX/XXXX to verified they had received the check ( even thou i coukd see that the certified ups tracking shown that the check was receive ). And was told by then that i needed to wait a week to verified the check status. I waited a week and again contact USAA at that moement i was informed that the check was receive but since the dealer made a mistake writting the bank name it was not going to be cashed and they were going to send it back. I waited a week and contacted the dealer to inquiere on the sent check. I was told by the dealer that they havent receive the incorrect check and they needed in order to reissue another one. USAA had been contacting me asking for payment and threatebing to damage my credit score which until thsi situation had been in exelent standing.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PR
Zip: 00719
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My complaint is against USAA Federal Savings Bank. I have a checking and savings account with USAA. I have my social security check and USAA annuity check direct deposited into that USAA checking account every month. I have that checking account digitally connected to my XXXX checking account so I can transfer money from my USAA checking account to my local XXXX checking account. I use that money to pay my bills from that XXXX checking account. Around XX/XX/XXXX I noticed USAA had message on my online account indicating that there was a connection problem with my XXXX account. Calling them to fix that connection problem led to a lot of bumbling on there part which finally resulting in them erroneously flagging the XXXX account as fraudulent. The USAA banking supervisor admitted this on the phone to me yesterday which was XX/XX/XXXX. I have spoken with supervisors in USAA banking including XXXX and XXXX. They have spoken to the Fraud Department while I was on the phone and come back advising me that Fraud said it would be 6 business days to fix it. After six days it was not fixed. I spoke to XXXX again who said even though the Fraud Department made the error according to the Fraud Department there was a lot of red tape to go through and it could not be done immediately per the Fraud Department. I spent over an hour with her on the phone while she tried to get the Fraud Department to fix it. The Fraud department worked on it for that hour while we both waited. They said they could not fix it and said it would be three more business days. During the last two to three weeks I have had numerous frustrating calls with supervisors and associates where they said everything from 6 business days to finally the XXXX account was marked fraudulent to it would take six days to remove that fraudulent tag. It has been six days and they still have not fixed this. I have changed or been asked to change by pin at least seven times when calling these people and put through a number of security checks including giving them my Online ID once again. I have given them the XXXX account number probably six or seven times. They tried to get me to put another account in instead of the XXXX checking account. I refused because that is not fixing the problem and it will still be on there that I have a fraudulent account which could have many unforeseen consequences. I have confirmed with XXXX bank that the XXXX account is not fraudulent and that there is nothing wrong with that account. The local bank leader XXXX XXXX confirmed the legitimacy of the XXXX account with her bank while I sat there and then called USAA to advise them it was a legitimate account. They would not talk to her and she got no further than an associate on the phone. Meanwhile I do not have the ability to transfer my money funds in the USAA checking account to my XXXX checking account and that money is what I pay my bills with. My XXXX account is getting smaller and smaller while I wait for these people to fix the problem.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Paid {$160.00} for auto insurance on XX/XX/2023 and cancelled on XX/XX/2023. Was initially told that Id get a prorated refund for days paid for and not used ( XXXX XXXX ). I was later told that a credit of {$38.00} was applied to my homeowners insurance policy ; so no refund ; much less than Im owed and instead of refunding me its applied elsewhere without my consent. I was never asked how I wanted the refund. That amount isnt the prorated amount after only using 4 of the 31 days paid for in May.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: USAA did not close a homeowner 's claim from 2016 on my XXXX XXXX report. This resulted in overpayment of insurance premiums for several years and denial of coverage multiple times. I talked to at least 10 people at USAA in the insurance department and no one was familiar with the XXXX report and no one provided any solutions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: If I was able to leave a XXXX I would!!! i have been with USAA for 20 years, that being said. When someone hacked into my account, took XXXX out of my account I filed for fraudulent activity! USAA employee told me they'd look into this, and would take about 5-10 business days. I then try and go into my account to make sure no more money was taken I no longer had access. It took me waaaaaay too long trying to get a hold of someone to tell me " Oh that's just part of our process '' Um, don't you think that should've been mentioned during the FIRST phone call!!! I'm literally about to have a panic attack thinking someone got into my account again!! A day later they call back, and said there's NOTHING they can do about it!! They then proceed to tell me that they are going to unfreeze my accounts despite not having any information or handling this fraud stuff!! I then asked is my account and my information 100 % safe, the USAA employee then proceeded to inform me they can NOT keep my information or my account SAFE!!! After all of this we find out they do NOT have a fraud department, it's all XXXX!! RUN AROUND AFTER RUN AROUND, so after 20 YEARS I AM DONE!!!!! All my employee friends and family will know about this!! I will make sure the military know as well!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I purchased a resort deal for a total of {$2000.00}. I decided to dispute with the bank on the same day that I received my cancelation email and the bank gave me a provisional credit of the same monies. The past week on XX/XX/XXXX, the funds were reversed and I was charged that {$2000.00}. I called on XX/XX/XXXX and spoke to XXXX from XXXX XXXXXXXX who was able to reopen the case and I uploaded documentation supporting my claim. I then called today XX/XX/XXXX where another specialist said my case had been closed on XX/XX/XXXX because it was the last day to upload supporting documentation. I uploaded the documentation on XX/XX/XXXX which should count for the last day. I was clearly in the right as a client of USAA. I would like all my disputes to be reopened sinceI uploaded documents via mobile app and USAA claims they do not see them then close the case. Please help me get a resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: Please verify information is correct, im worried that information is either incorrect or misrepresented. If my information can not be verified, i ask that these negative reporting be removed as I am trying to buy a vehicle and this has made it impossible for lenders to consider lending to me at the rate i deserve. Please and thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28105
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2023 I wrote a debt validation letter to USAA FEDERAL SAVINGS BANK requesting the following - The amount you claim the Respondent owes you, An explanation showing how you have computed the amount, Copies of any documents that prove I agreed to pay the alleged amount, The identity of the original creditor, The original lawful contract. I stated in this letter " Further, any correspondence must be made in the form of a commercial affidavit under penalty of perjury and sent by certified mail. Any other form of service shall be deemed defective upon its face. '' USAA has yet to respond or provide remedy. USAA has ignored my requests, though I filed an FTC Identity theft report and reported this as a fraudulent account, also USAA ( a furnisher of information ) is reporting this to the Consumer reporting agency 's which is causing me distress as I can not operate in commerce freely, this is not my account. USAA has denied providing me with the requested information that I am entitled to per the Fair Debt Collection Practices Act by choosing to not respond [ **NOTE** ] ( FDCPA ), 15 U.S.C. 1692 ( G ) Section 809 ( B ). This notice states that your claim is disputed and validation of the account is required. USAA has now started deducting {$25.00} from a joint checking account I share with my husband every month on the XXXX starting in XX/XX/2023. USAA has completely ignored me in this manner and has started pursuing my personal account and stealing money from it to pay off somebody else 's debt. USAA received the requested information on XX/XX/2023 and has chosen to act and remain in dishonor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77304
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've had a XXXX loan drawn out for a long time with USAA Federal Savings Bank. Throughout that time, operators have told me that the only way to change my principle payments was through a paper form that I have to mail to USAA. I started with a separate principle payment of {$8000.00} per month as interest rates XXXX and in the last XXXX months, I raised that amount to {$15000.00} in an aggressive payoff plan with interest rates rising higher each month as the incompetent Chairman of the Federal Reserve punishes loan holders like me, while having absolutely no effect on the rising inflation rates in XXXX. USAA has attempted to block any smooth attempt to change my principle payment amount ( interest payments were to be taken out of my primary checking account separately from any specified principle payment amounts, per USAA 's form ). I asked on several occasions how the last payment would be processed if the automatic principle amount were higher than the actual HELOC balance. Every operator has stated that the actual principle payment specified on the HELOC automatic payment from would be deducted from my checking account and then any overage from the automatic payment would be refunded to me after the fact. Not wanting a large over payment, on the final automatic payment, I adjusted the automatic principle payment from {$15000.00} to {$9900.00}, just over what I estimated the balance to be on the final payment. Just yesterday the XXXX total balance was {$9800.00} indeed just less than the guessed new principle automatic payment amount of {$9900.00}, which should have been an overpayment of just {$59.00}. This morning, since my experience with USAA in the XXXX department has demonstrated that they are incompetent, I opened my USAA App to check on the final payment. Just as I expected, USAA had changed my requested automatic principle payment on my last payment so I my full balance was not paid off as I had submitted in my form. My final interest payment was deducted from my USAA checking account, as expected. I then noticed that the {$9900.00} payment that I submitted was not made as requested, but that USAA had deducted only {$9600.00}, leaving my outstanding XXXX balance at {$45.00}. Recognizing that this corrupt practice was designed to get XXXX more month of interest payments from USAA XXXX holders, I called USAA and spoke to XXXX in the XXXX department. After a few minutes of speaking with XXXX, it was apparent that he was being intentionally obtuse and obstructing my attempts to find out what was going on by pretending to not know what I was talking about. At first, he claimed that my automatic payment amount was still {$15000.00} and I had to ask him again what my last form said. He finally conceded that I had indeed sent in a new form and it was indeed reset to {$9900.00} of principle only automatic payments. I then asked for a supervisor. XXXX, in the XXXX resolutions team, did the same thing. She acted very confused as to what I was trying to say and repeated every question that I asked of her, pretending to not understand the basics of automatic payments and a final XXXX payoff. Finally, she admitted that " the system '' made an error and took the interest from the principle payment instead of directly from my checking account and promised to correct the payment to {$9900.00}. When I asked what the final payment would be- whether the payment would be my final XXXX balance or the full automatic payment amount of {$9900.00}, XXXX again pretended to be confused. This is the XXXX department at USAA. This is what they do every single day at work and both XXXX and XXXX pretended to be confused with simple questions about XXXX automatic payments. It is apparent that USAA has programmed the last automatic payment on XXXX loans to do just what it did today. The program at USAA is designed to make sure to leave a balance for at least XXXX more moth. By not allowing members like myself to pay off the full amount and rolling a small amount over to XXXX additional month, USAA is able to extort XXXX more month of interest from all of USAA 's XXXX XXXX holders. Certainly, USAA has many many XXXX loan holders and with the ever-increasing interest rates, this becomes a substantial revenue line item at the end of the year, defrauding USAA XXXX XXXX XXXX of more money in a low character scheme to make money off of the members. USAA is corrupt. They are using members money for frivolous, non-investment ventures, like the most recent add campaign, in which XXXX superstar ( and as such, extremely wealthy ) XXXX XXXX was paid millions of dollars of USAA members money for a XXXX XXXX television ad series, where USAA could have easily used it's own military members and drawn from the class of Americans that USAA originally sought to serve. Instead, USAA went after the low-character XXXX fan XXXX it is undisputed that the XXXX allows XXXX and low-character behavior to run ramped in their organization and they actually promote this every year they are on TV ). So USAA is running this scam to extort interest from it's own members while frivolously spending members money with no apparent limits. All this while XXXX Banks collapse, one-by-one, due to the exact same practices. XXXX 's money in those banks was being used for funding of political extremist groups like XXXX, with no discernible return even suggested. Spending exorbitant amounts of members money on XXXX XXXX when much more reasonable options were available is direct evidence of the poor decision making and corruption of the current board of directors at USAA. Federal oversight will look at these reports if USAA is ever on the brink of collapse and the current board will be liable for their actions. Based upon USAA 's actions, I knew to look for corruption on my last XXXX payment. And this is exactly what I found.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A